Customer Services and Casework Directorate

Change Programme

The IPCC is currently carrying out an organisation-wide Change Programme, reviewing how we carry out our business to ensure that we are in a strong position to meet the challenges of the future. Over a three-year period, we expect to introduce new ways of working across the organisation, creating a better complaints system and improving our internal processes

A Change Programme Team is being established to manage and deliver the changes. The following roles exist as part of this Team:

• Programme Director
• Programme Manager
• Programme Support Officer

Further roles are likely to be identified as the work of the Change Programme develops.

Customer Services and Casework Directorate

The Customer Services and Casework Directorate is responsible for the service that the IPCC provides to its customers and for the way the organisation communicates, both internally and externally. IPCC customers include members of the public, police officers and staff and representatives from other stakeholder groups.

The following teams sit within the CSCD:

• Telephone Complaints Centre
• Freedom of Information

Examples of roles in this Directorate include:

• Director of Customer Services and Communications
• Executive Assistant
• Telephone Complaints Centre – Senior Casework Manager; Deputy Senior Casework Manager; Casework Manager